What You'll Do

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
  • Solicit sales of new or additional services or products.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.

Essential Skills

Active Listening 4.0/5
Service Orientation 4.0/5
Speaking 3.88/5
Reading Comprehension 3.38/5
Critical Thinking 3.25/5
Complex Problem Solving 3.12/5
Time Management 3.12/5
Writing 3.0/5
Monitoring 3.0/5
Social Perceptiveness 3.0/5
Persuasion 3.0/5
Negotiation 3.0/5

Career Fit Overview

Use this summary to sense whether the day to day rhythm and focus of this path line up with what energizes you.

Top passions

  • Organizer: Bringing order to data and processes satisfies you.
  • Leader: Taking charge and moving ideas forward motivates you.
  • Helper: Supporting people and making a difference matters to you.

Common styles

Dependability, Self-Control, Attention to Detail, Stress Tolerance, Integrity

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Key Abilities

This career demands strong capabilities in the following areas:

Oral Comprehension 4.12/5
Oral Expression 4.12/5
Speech Recognition 4.0/5
Speech Clarity 4.0/5
Problem Sensitivity 3.88/5
Written Expression 3.62/5
Near Vision 3.62/5
Written Comprehension 3.38/5

Technologies & Tools

Active Data Online WebChat Adobe Acrobat Adobe Creative Cloud software Adobe Illustrator Adobe Photoshop ADP Workforce Now Airtable Apple Keynote Apple macOS Applied Systems Vision AS/400 Database Astute Solutions PowerCenter Austin Logistics CallSelect Austin Logistics CallTech Austin Logistics Valeo Avidian Technologies Prophet Blackbaud The Raiser's Edge Citrix cloud computing software Customer account management software Customer complaint ticketing management software

Work Environment & Style

Common Styles for This Career

  • Dependability (High importance: 4.76/5)
  • Self-Control (High importance: 4.67/5)
  • Attention to Detail (High importance: 4.66/5)
  • Stress Tolerance (High importance: 4.57/5)
  • Integrity (High importance: 4.5/5)

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How to Become One

Some previous work-related skill, knowledge, or experience may be helpful but is usually not required. Training is often provided on the job.

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Also Known As

This career is known by many different job titles across industries. Here are all the variations:

Account Adjuster Account Representative Adjustment Clerk Automotive Service Advisor Automotive Service Writer Bill Adjuster Call Center Representative Claims Customer Service Representative (Claims CSR) Clerical Adjudicator Client Relations Specialist Client Service Representative (Client Service Rep) Client Services Representative Client Support Professional Compensation Adjuster Complaints Adjuster Complaints Clerk Contact Center Specialist Customer Advocate Customer Care Representative (CCR) Customer Care Service Representative Customer Care Specialist Customer Complaints Clerk Customer Contact Specialist Customer Relations Representative Customer Service Agent Customer Service Assistant Customer Service Associate Customer Service Cashier Customer Service Clerk Customer Service Consultant Customer Service Coordinator Customer Service Officer Customer Service Professional Customer Service Representative (CSR) Customer Service Specialist Customer Support Representative (Customer Support Rep) Customer Support Specialist Field Service Representative Guest Service Agent Hub Associate Inbound Customer Service Representative (Inbound CSR) Lost and Found Clerk Member Services Representative (Member Services Rep) Membership Coordinator Merchandise Complaint Adjuster Passenger Relations Representative Phone Representative Policyholder Information Clerk Product Support Specialist Return-to-Factory Clerk Returns Clerk Service Advisor Service Advocate Contact Service Representative Service Writer Telephone Service Advisor Trouble Clerk Utilities Customer Service Representative (Utilities CSR) Utility Bill Complaints Investigator Verifying Specialist Warranty Administrator Warranty Clerk